HMRC’s Digital Support update, 18 November 2019

Nov 18, 2019

The latest update on the Agent Forum from HMRC is set out below.

“Agent Forum (AF)

As at the end of September 2019 the Forum has over 1229 Agent subscribers, up 6 since the last progress report. And 153 HMRC staff. We continue to both build our Subject Matter Experts (SMEs) capability, recruiting from across HMRC to improve the quality and timeliness of issue resolution responses and on building our Agent Forum platform upgrade. The Agent Forum re-platforming has now gone live into Private Beta with live cases migrated across. Other performance metrics carried forward from the old platform include over 143k views (up 7k), 6126 posted messages (up 234) on 1193 current topics (Up 44), all since July 2017; which are moderated daily with appropriate responses given, as determined by subject matter, related traffic generated and referrals provided by line of business.

Our priority after delivering issue resolutions to agent enquiries, continues to be enlisting formal internal HMRC SME engagements and focusing now on establishing the operation of the new form, dealing with ‘fixes’ as they are identified.

We continue to publish our weekly digest email to all registered Agent forum members. It summarises traffic posted on the forum during the previous 7 days, with dedicated links to specific issues raised. System metrics show it continues to significantly increased agent engagement and forum views.  In light of the new platform having been rolled out, we will keep this service under review, particularly as new functionality enables subscribers to sign up for customised alerts.      

We also continue to work closely with the Issues Overview Group (IOG) on widespread queries. A key responsibility of the IOG group to jointly determine what the ‘widespread’ issues priority classification should be for earliest resolution.  A F2F meeting has been set up for 28 November 2019.     

The Digital Customer Support Services (DCSS) Agent Team is staffed by a Service Manager and 2.5 FTE Issues Resolution Managers (IRMs), who moderate and run the forum.”